I need a human contact to resolve our contract (paid before expired), submissions, and accounts that have disappeared or changed

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    Asked on June 28, 2016 at 10:20 AM

    Our agency' services, that we have used/paid for years, have been reset to free -- before the services expired. Please restore all our services, provide access to all back-end data we use for regulatory rules and correspondence, and make sure previous user accounts all exist and can see the forms they were assigned.

    You guys make it impossible to find a human to resolve issues, and while I can appreciate your model to save money, these types of issues should not be handled the same way.

    Please have someone call me @ 470-553-1979 to either communicate your plan, or tell me it is fixed. I would at least like to hear someone is looking into the problem before I get BBB involved.


    Thank you,


    David Coleman

    Georgia Department of Community Affairs


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    Answered on June 28, 2016 at 11:05 AM

    Our apologies for the troubles and inconveniences. Unfortunately, we don't offer a phone support so allow me to help you through this support forum instead.


    Your original subscription is Professional Yearly, paid on June 19, 2015. We tried to charge your card on file on June 19, 2016, but for some reason, it failed. It's probably because the card has expired or doesn't have enough balance to fund the renewal. 

    You get a notice about this and contacted us through email, but for some reason, the email has been put to our archive. I think our filter did that and our apologies. I can see that you have upgraded your account to the Silver Plan. If you wish to keep the Professional Plan, you can upgrade using the following link:


    We can refund your payment for the Silver Yearly after. Just please let us know through this thread after completing the payment. 


    Form submissions:

    Your form submissions seem to be intact. If you think you lose some, please let us know and we'll be pleased to submit a ticket to our backend team for them to check.


    Sub-user accounts:

    Your sub-user accounts are all present, nothing seems removed from your account. 


    Reaching us, the support team:

    We recommend contacting us through this support forum, especially for urgent matters such as this. We are monitoring this forum 24/7. 


    Thank you for your kind understanding and please let us know if you need any further assistance.